Chris Robinson

AustinTX

Support REPRESENTATIVE

Work experience

Work experience

Nov 2013 - Present

Technical Support Specialist

Alchemy Systems

-Delivering coordinated solutions to technical issues, liaising between clients and internal team of technical agents and account managers to resolve all problems expediently.
-Managing client communications via email and phone, responding to inquiries in timely manner and providing sound advisement on software and services to drive customer satisfaction and loyalty.

Nov 2012 - Aug 2013

Contract Sales Engineer Level 1 Support Representative

HomeAway

-Directed delivery of coordinated solutions to technical issues, liaising between clients and internal team of engineers, property managers, and account managers to resolve all problems expediently.
-Managed client communications via email and phone, responding to inquiries in timely manner and providing sound advisement on products and services to drive customer satisfaction and loyalty.
-Produced cogent reports on daily basis explicating all opened and closed technical support cases.
-Generated in-depth quarterly reports on service activities in collaboration with senior personnel.
-Interfaced regularly with third-party software companies as primary technical support contact.
Select Accomplishments:
-Built new role within sales support side of company’s property management business unit, resulting in establishment of unprecedented service level and personal promotion from contract to full-time.
-Designed and implemented efficient processes to optimize technical support function performance.
-Provided effective training to newly hired team of four on critical PM sales support functions.

Nov 2011 - Nov 2012

Apple Support Representative

Apple

Coordinated intake and processing of apple orders, leveraging technical proficiencies with internal databases and systems to accurately input requests; reinforced business team by providing support for key SMB transactions.

May 2011 - Nov 2011

AOS Chat Representative

Apple

-Managed high volume of customer sales inquiries, delivering informed responses to product questions and offering product and service recommendations to consistently achieve sales quota each month.
-Resolved customer complaints in timely, expedient manner to prevent escalation and ensure product and company satisfaction.